Hi -
When new ticket information is sent from company domain (same as this email id: tgs-solutions.com), the ticket is created with the custom field values populated. But when the same email information is sent from gmail or yahoo accounts, RT fails to populate the custom field values even though the extension seems to read the values. Gmail has been set to plain text. The log seems to have the same entries for both ticket creation, only difference is that the custom fields are not populated in the ticket when it is sent from gmail or yahoo account. Here's the system info:
RT 4.2.6
ExtractCustomFieldValues 3.13
Perl 5.10.1
Linux 2.6.32-504.12.2.el6.x86_64 #1 SMP Wed Mar 11 22:03:14 UTC 2015 x86_64 x86_64 x86_64 GNU/Linux
Sample Fields sent via gmail and company mail:
Subject:Custom Fields Test 1
CF.{Caller Name}:xxx yyyyy
CF.{Area Affected}:xxxx yyy
Thanks,
Latha K

Ignore the previous mail. The issue was resolved. Permission to view and modify custom fields was not set.
From: Latha Kandaswamy
Sent: Monday, July 06, 2015 9:20 AM
To: 'bug-RT-Extension-ExtractCustomFieldValues@rt.cpan.org'
Subject: RT Email Ticket Creation Error
Hi -
When new ticket information is sent from company domain (same as this email id: tgs-solutions.com), the ticket is created with the custom field values populated. But when the same email information is sent from gmail or yahoo accounts, RT fails to populate the custom field values even though the extension seems to read the values. Gmail has been set to plain text. The log seems to have the same entries for both ticket creation, only difference is that the custom fields are not populated in the ticket when it is sent from gmail or yahoo account. Here's the system info:
RT 4.2.6
ExtractCustomFieldValues 3.13
Perl 5.10.1
Linux 2.6.32-504.12.2.el6.x86_64 #1 SMP Wed Mar 11 22:03:14 UTC 2015 x86_64 x86_64 x86_64 GNU/Linux
Sample Fields sent via gmail and company mail:
Subject:Custom Fields Test 1
CF.{Caller Name}:xxx yyyyy
CF.{Area Affected}:xxxx yyy
Thanks,
Latha K

Sorry forgot to include the ticket number in the subject line. So the below ticket was created :(
Show quoted text

-----Original Message-----
From: Bugs in RT-Extension-ExtractCustomFieldValues via RT [mailto:bug-RT-Extension-ExtractCustomFieldValues@rt.cpan.org]
Sent: Monday, July 06, 2015 3:25 PM
To: Latha Kandaswamy
Subject: [rt.cpan.org #105693] AutoReply: FW: RT Email Ticket Creation Error
Greetings,
This message has been automatically generated in response to the creation of a trouble ticket regarding:
"FW: RT Email Ticket Creation Error",
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been assigned an ID of [rt.cpan.org #105693]. Your ticket is accessible on the web at:
https://rt.cpan.org/Ticket/Display.html?id=105693
Please include the string:
[rt.cpan.org #105693]
in the subject line of all future correspondence about this issue. To do so, you may reply to this message.
Thank you,
bug-RT-Extension-ExtractCustomFieldValues@rt.cpan.org
-------------------------------------------------------------------------
Ignore the previous mail. The issue was resolved. Permission to view and modify custom fields was not set.
From: Latha Kandaswamy
Sent: Monday, July 06, 2015 9:20 AM
To: 'bug-RT-Extension-ExtractCustomFieldValues@rt.cpan.org'
Subject: RT Email Ticket Creation Error
Hi -
When new ticket information is sent from company domain (same as this email id: tgs-solutions.com), the ticket is created with the custom field values populated. But when the same email information is sent from gmail or yahoo accounts, RT fails to populate the custom field values even though the extension seems to read the values. Gmail has been set to plain text. The log seems to have the same entries for both ticket creation, only difference is that the custom fields are not populated in the ticket when it is sent from gmail or yahoo account. Here's the system info:
RT 4.2.6
ExtractCustomFieldValues 3.13
Perl 5.10.1
Linux 2.6.32-504.12.2.el6.x86_64 #1 SMP Wed Mar 11 22:03:14 UTC 2015 x86_64 x86_64 x86_64 GNU/Linux
Sample Fields sent via gmail and company mail:
Subject:Custom Fields Test 1
CF.{Caller Name}:xxx yyyyy
CF.{Area Affected}:xxxx yyy
Thanks,
Latha K